February 1999

Dear Rich Tehrani:

You are correct about e-mail (see High Priority!, December 1998, "Use The Best Of Both Worlds to Create A Better One"). Your reasoning however, I believe is from a purely technology-based viewpoint, for two reasons.

First: People are very busy and, although voice mail is cumbersome, they don't feel a problem leaving an e-mail. It's guaranteed to be seen, like a hard copy, and forwarded, if necessary. I can't tell you how many times I've just deleted voice mail.

Second: The technology is just not there yet with instant speed, although I use ICQ/Mirabalis all day with my best clients worldwide, to give instant response. AOL instant messenger is also coming close, although it is really just an immediate e-mail with some elaborate features.

E-mail routing is OK. Check out Symantec's tech Web site. Every "post to tech" service request is replied to by e-mail by the opening of business the next day and is also posted on Symantec's FAQs. This shows that if a company wants to make an effort for a quick response, it can be done.

Scott Brown
Saturn Business Systems